Customer Loyalty Training /
Call Center Training
Call Center Training
Align the Call Center
"We engaged with LSA
Global for Call Center Training to train our Call Center Customer Service
Managers and Team Leaders how to be effective coaches.
We wanted our CSMs and TLs to be able to conduct the
“hard” conversations around performance, to create a
coaching environment that encourages our agents to be
self-motivated, and ultimately to create a better
experience for our consumers. LSA’s facilitator was able
to tailor the content and deliver it in way that really
demonstrated a deep understanding our needs and left our
CSMs and TLs wanting more!"
Jane Pearson-Wray | Continuous Improvement Manager |
Electrolux Major Appliances
"I see the return on
investment coming at several levels. Our line
supervisors reported rapid drops in escalated calls
after we implemented the call center training programs.
Scores on key customer survey questions showed
improvement, especially among call centers with less
experienced reps. And our turnover costs have been
significantly reduced, mainly because the simulations in
these programs give our new hires such a clear picture
of what it takes to succeed in this job. And, the most
important return is that we are seeing more
complimentary letters from our customers and service
representatives that are more satisfied with their
jobs."
Senior
Director | Insurance Company
Consider these statistics from a recent call center
research report:
-
92% of consumers form their image of a company
based upon their experience using that company’s call center
-
91% of dissatisfied customers never purchase
goods or services from that company again
-
And, interestingly, 80% of call center
executives’ first concern is
customer loyalty, satisfaction and
retention.
Accordingly, the focus for a
call center executive
is to determine how to approach the delivery of services in the call
center so the customer experience is positive and the customer has
no desire to stray.
-
Is your call center aligned with your overall
brand strategy?
-
Are you aligning your call center’s capabilities
in order to leverage your high value customer relationships and
to create loyal customers?
-
Are you transitioning from a service only, to a
service to sales culture?
-
Are you evolving your center from a cost center
to a profit center?
Our proven call center training solutions ensure
that your call center is structured to capitalize on your
organization’s brand promise by aligning your call center’s people
and processes. This alignment provides a solid foundation for
your call center to thrive and become an integral part of your
organization’s overall customer service, brand, and loyalty promise.
Call Center Training Workshops:
1.
Call Center Training -
Service Skills
2.
Call Center Training -
Coaching & Mentoring Programs
3.
Call Center Training -
Strategy & Operations
4.
Call Center Training -
Inbound Selling
5.
Call Center Training -
Outbound Selling
6.
Call Center Training -
Cross-Selling
7.
Call Center Training -
Knowledge Management
8.
Call Center Training -
Measurement
9.
Call Center Training -
Call Monitoring
10.
Call Center Training -
Call Calibration
11.
Call Center Training -
Career Pathing
12.
Call Center Training -
Certification
To speak with an LSA Global Expert to learn how our
call center training solutions have helped leading organizations succeed, please contact us for more information.
See Also:
Call Center Best Practices Community
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